Need help with a custom item? Let's work out what happened.
Custom and personalised products are a little different from standard catalogue items because they’ve been made specifically for you.
THE QUICK ANSWER
Changed your mind? Custom-made products are different.
Products made to your specifications or clearly personalised for you are normally excluded from ordinary change-of-mind returns.
But that does not mean you lose your consumer rights if something is faulty, damaged, misdescribed or incorrectly made.
WHICH ONE SOUNDS LIKE YOUR ORDER?
The reason matters.
CHANGE OF MIND
I just don't want it anymore
If the product was made specifically to your requirements or personalised for you, it will normally not be eligible for a change-of-mind return.
CUSTOMER-SUPPLIED DETAILS
I gave the wrong details
If the item has been produced correctly using the measurements, wording, spelling or artwork you supplied and approved, we may not be able to accept a return.
Contact us anyway — depending on the project, we may be able to help with a remake or another practical solution.
SOMETHING'S WRONG
It's faulty or incorrectly made
That's different. If your custom product is faulty, damaged, misdescribed or doesn't match the agreed specification, please tell us straight away.
Faulty item help →WHY WE SAMPLE FIRST
You see it before we make the full order.
For custom patch projects, our process includes an approval stage before full production.
We review your artwork, create a pre-production sample, and give you the opportunity to check details such as wording, colours, layout, stitching and overall appearance.
That approval stage helps us catch problems before hundreds of patches are produced.
IMPORTANT
Custom doesn't mean “no rights”.
Personalised and bespoke goods may be excluded from ordinary change-of-mind returns, but your statutory rights still apply where goods are faulty, damaged, misdescribed or otherwise not supplied as agreed.
NEED US TO LOOK AT IT?
Send us the useful bits.
That usually gives us enough to understand the issue without making you explain the whole project from scratch.
QUICK ANSWERS
Custom order return FAQs
Can I return a personalised product because I've changed my mind?
What if I supplied the wrong spelling or measurements?
What if the finished item doesn't match my approved sample?
Can faulty custom products still be returned?
LET'S HAVE A LOOK
Something not right with your custom order?
Send us your order details and explain what's happened. We'll review the actual project rather than making you navigate a generic returns process.
Custom order help from our Cirencester studio 🇬🇧